When Namibians were asked, ‘Where do you bank for the best experience?’, FNB Namibia was the clear and resounding choice. 

For FNB Namibia, the recognition of Best Banking Experience at the 2025 Best of Namibia Awards is an accolade that reflects what matters most: the voices of its customers.

Banking is a service that touches lives in deeply personal ways – from enabling first homes and businesses to helping families save for education or simply ensuring everyday financial security. 

But delivering a truly exceptional banking experience is no small feat. 

In a rapidly evolving industry, customer expectations shift daily, driven by technological advances and the demand for safe, reliable and innovative solutions. Meeting these needs requires relentless focus and dedication. 

Quinten Potgieter, FNB Namibia’s head of client experience, states:

“Customer experience is a journey. It starts from the very first interaction, whether that’s a phone call, a visit to a branch or a click online, and continues long after. It’s about understanding our customers’ needs, meeting them where they are, and creating solutions when challenges arise. 

“As we expand our services across more touchpoints, we continuously ask ourselves: ‘How can we improve the lives of our customers?’ And that is a challenge we embrace wholeheartedly”.

“For me, the real award is when a customer says, ‘Thank you – that was easier than I expected’. This recognition is simply a reflection of those moments: the times when we meet someone at their point of need and make their lives a little simpler,” Potgieter added.

For many Namibians, this commitment is already felt in their daily lives. 

One such customer, Uakaa Jeomba, shared how FNB’s digital services have transformed her day-to-day banking experience. 

“What makes FNB’s customer experience unique for me is its digital services, particularly FNB App. From its user-friendly design to its functionality, everything is simple and seamless. Since discovering the app, I rarely need to visit a branch for transactions or statements. 

“Even in moments of inconvenience, like misplacing my card, I’ve been able to call in and receive directions on how to temporarily block my card on the app,” she recalled. 

“When I’m in remote areas, I know I can rely on services like Pay2Cell and eWallet. With FNB, I can quite literally bank from anywhere – and that, to me, is what makes their service so exceptional,” she added.

Stories like this highlight why FNB Namibia continues to prioritise innovation, empathy and accessibility. 

The bank views challenges not as obstacles, but as opportunities to do better. 

Over the years, FNB Namibia has worked tirelessly to reimagine banking in Namibia, whether through enhancing digital platforms that make banking possible anywhere or by providing personal.

Still, Potgieter is quick to note that the journey to creating exceptional customer experiences is never undertaken alone. 

It is the result of the combined effort of thousands of FNB clients across Namibia. 

From branch staff assisting clients face-to-face to commercial teams designing solutions for businesses, marketing teams sharing information in meaningful ways and digital teams building seamless online experiences, every team member plays a vital role.

“While this award recognises customer experience, it truly reflects a team effort. Every interaction, big or small, is shaped by their passion for serving Namibians,” Potgieter stated.

FNB Namibia has a strong track record of innovation and service excellence, earning recognition in other forums for excellence in customer service, technological innovation and financial solutions. 

Yet, the team remains grounded, viewing this latest accolade not as the finish line, but as a milestone along a continuous journey of improvement and innovation.

“Namibian customers are fast evolving, and their expectations are higher than ever,” Potgieter said. 

“This award is a nod from our customers that we are on the right path, but it also reminds us that the journey is far from over. We remain humble, inspired and ready for the journey ahead, one where we innovate, listen and respond to our customers’ needs across every touchpoint and ensure that every interaction adds value to their lives,” he added.

As FNB Namibia celebrates this milestone, the bank does so with humility and gratitude. 

This recognition belongs to the communities that trust FNB with their most important moments and to the employees who make those moments possible every day.